Refund Policy

1. How billing works

• Paid plans are sold on profinsider.app and billed through our payment processor, Stripe.
• Subscriptions renew automatically at the end of each billing period, at the price in effect then, until you cancel.
• You can cancel at any time in Settings under Billing, or by contacting us. Cancellation takes effect at the end of the current billing period. You keep paid features until then and won’t be charged again.

2. Refunds

Subscription fees are non-refundable, except as described in this policy or where the law requires a refund. Apart from the cases listed below, we don’t give partial refunds for unused time in a billing period.

We show the full price and billing period before you pay. Forgetting to cancel before a renewal, or buying by mistake, doesn’t automatically qualify for a refund, but contact us promptly and we’ll look at it.

We will refund charges that are:

• unauthorized;
• duplicates;
• billing errors on our side;
• different from the terms shown at checkout; or
• made after you tried to cancel but couldn’t because our cancellation process failed.

We will also refund the unused part of prepaid fees if:

• we end your paid subscription for a reason other than your breach of our Terms; or
• you cancel because you don’t accept a change we propose under the Terms, for time after the change would have taken effect.

We may also give refunds or account credits in other cases, at our discretion. A discretionary refund in one case doesn’t mean we’ll give one in another.

3. How to request a refund

Email support@profinsider.app from your account email and tell us which charge you’re asking about and why. You don’t need to send receipts; we can look up your billing history.

Approved refunds go back to your original payment method. Your bank usually takes 5 to 10 business days to show them.

Please contact us before disputing a charge with your bank. Most problems are faster to fix directly.

4. Your legal rights

This policy doesn’t limit rights you have under consumer protection law that can’t be waived. That includes cancellation and cooling-off rights and automatic renewal rules in your province, territory, or state.

5. The Reply Guarantee

In this guarantee:

• Qualifying period means the first 60 consecutive days of your first paid subscription, starting on the date of your first paid charge.
• Qualifying email means an email that is sent through the Service from your connected email account during the qualifying period and at least 21 days before it ends; is addressed to one professor listed in the Service, at the email address the Service lists for that professor; is your first email to that professor (follow-ups don’t count separately); and doesn’t bounce.
• Reply means a personal response, whatever it says, from the professor or someone answering for them, such as a lab manager or assistant, to a qualifying email or to any later message in the same conversation. It counts no matter which of your email addresses it reaches or how else it’s sent to you. That includes declines, referrals to someone else, and requests for more information. Automatic responses such as out-of-office or vacation messages, delivery failure notices, and automated acknowledgements don’t count as replies.

6. Who qualifies for the Reply Guarantee

You qualify if all of the following are true:

1. You paid. You bought a paid subscription directly from us. Free plans, trials, and complimentary or gifted accounts don’t qualify. If you paid a discounted price, we refund what you actually paid.
2. You stayed subscribed. Your paid subscription was active for the whole qualifying period: no cancellation took effect, and there was no downgrade, pause, refund, or chargeback during it.
3. You used the Service. You completed your profile, including your resume, connected your email account, and sent at least 50 qualifying emails, each to a different professor. Sending through the Service may require a paid add-on; its fees are refunded along with your plan’s.
4. No one replied. No professor has replied to any of your qualifying emails by the time we decide your claim.
5. Your account is in good standing. You gave us truthful information and followed our Terms, including the Outreach rules. You didn’t file a chargeback, your account wasn’t suspended, and you didn’t try to manipulate the guarantee. For example, you didn’t email addresses you knew were inactive, hide or delete replies, ask recipients not to reply, send deliberately poor emails, or use multiple accounts.
6. You claimed on time. You make your claim within 30 days after your qualifying period ends. Claims made before the period ends, or after this window, aren’t eligible.
7. It’s your first claim. Each person can use the Reply Guarantee once, across all accounts, email addresses, and payment methods.

If you meet only some of these conditions, you can still ask for a discretionary refund under Refunds.

7. How to claim the Reply Guarantee

1. Email support@profinsider.app from your account email with the subject “Reply Guarantee Request.” Include your account email and a signed statement (a typed name is fine) that no professor has replied to your qualifying emails.
2. We’ll acknowledge your claim within 2 business days and decide within 10 business days. We check our records of your subscription and the emails you sent. We may ask you to confirm in writing that you received no replies. If reply tracking wasn’t turned on, we may also ask you to share mailbox search results showing no replies. You choose what to share, and we won’t access your mailbox beyond the permissions you’ve granted.
3. If you qualify, we’ll refund every subscription and add-on fee you’ve paid us, from your first paid charge up to the day we decide your claim, including sales tax charged on them, to your original payment method. Your bank usually takes 5 to 10 business days to show the refund. If we can’t refund your original payment method, you can choose account credit or a free extension of your subscription instead.
4. If your statement turns out to be false, or a professor had replied before we decided your claim, we may reverse the refund or recover the refunded amount.

8. After a Reply Guarantee refund

When we issue a Reply Guarantee refund, your paid subscription ends and your account moves to the free plan, if one is available. Your account, profile, and outreach history stay in place. You can subscribe again later, but the guarantee won’t apply a second time.

9. Appeals

If we deny your claim, you can appeal once, within 30 days of our decision. Email support@profinsider.app with the subject “Reply Guarantee Appeal” and explain why you think you qualify. Where possible, someone who wasn’t involved in the original decision will review it, and we’ll respond within 14 business days. The appeal decision is final for the purposes of the guarantee, but it doesn’t limit your legal rights.

10. What the Reply Guarantee doesn’t cover

• Amounts you didn’t pay, such as free trials, promotional credits, gift codes, and complimentary accounts.
• Charges made after we decide your claim.
• Charges that have already been refunded, credited, reversed, or disputed.
• Fees charged by your bank or card issuer, such as currency conversion fees.
• Other costs or losses, such as the value of your time or missed opportunities.

11. Limits of the Reply Guarantee

The Reply Guarantee is a promise to refund your money, not a promise that anyone will reply. We don’t guarantee a reply, an interview, a position, or any other outcome. Professors decide whether to respond. The guarantee doesn’t increase our liability beyond the refund it describes, and the limits in our Terms still apply.

12. Changes to this policy

Changes to this policy, including the Reply Guarantee, follow the process in Changes to these Terms: at least 30 days’ notice, and you can cancel instead. We may end the Reply Guarantee for people who subscribe in the future. If your qualifying period has already started, the version in effect when it started still applies to you.

13. Disputes

Disputes about this policy are handled under the governing law and informal dispute resolution sections of our Terms, which don’t limit consumer protection rights that can’t be waived.

14. Contact us

Send refund requests, Reply Guarantee claims, and appeals to support@profinsider.app, using the subject lines above for guarantee claims and appeals.